Delivery Manager

About the Role

This position requires strong customer-facing skills to enable account farming and develop growth opportunities within the Utilities domain (grid, billing, trading, compliance).

Responsibilities

• Client Relationship & Account Ownership
  • Act as primary interface between client leadership and TCS
  • Build strong relationships with Directors, Business Heads, and Account Stakeholders
  • Own overall account satisfaction (CSAT/CSI) and engagement health
  • Represent TCS as the face of delivery at onsite
• End-to-End Service Ownership (Across Towers/Portfolios)
  • Drive integrated delivery across various portfolios
  • Ensure SLA/KPI adherence, quality, and timeliness of deliverables
  • Oversee Incident / Problem / Change governance, production stability, and business continuity
• Demand Management & Business Alignment
  • Understand client business priorities in the Utilities domain (grid, billing, trading, compliance)
  • Convert business needs into enhancements, projects, and transformation initiatives
  • Work with delivery teams to shape solutions and execution strategy
• Governance & Executive Reporting
  • Lead all governance forums: weekly operational reviews, monthly PMR/QBR, leadership connects
  • Present SLA/KPI performance, risks & mitigation plans, and improvement roadmap
  • Track and ensure closure of actions from governance meetings
• Financial & Commercial Accountability
  • Own account-level metrics: revenue realization, resource utilization, gross margin
  • Identify growth opportunities (new SoW, additional applications scope)
  • Support contract renewals, pricing, and commercial discussions
• Risk & Escalation Management
  • Identify delivery risks proactively (e.g., resource gaps, onsite bandwidth issues, SLA/KPI risks)
  • Manage client escalations and critical incidents with high business impact
  • Drive RCA-based corrective and preventive actions
• Onsite–Offshore Coordination
  • Ensure seamless coordination between onsite team (client-facing) and offshore delivery teams
  • Maintain structured cadence: daily ops calls, weekly service reviews, leadership connects
  • Enable alignment on priorities, risks, and deliverables
• Client Feedback & Continuous Improvement
  • Capture structured client feedback and expectations
  • Drive automation initiatives (RiO, productivity), service improvements, and innovation adoption
  • Translate feedback into actionable improvement plans
• Compliance & Utilities Domain Governance
  • Ensure adherence to security standards (e.g., NERC/CIP for utilities)
  • Align delivery with audit, compliance, regulatory standards, and customer-specific policies

Requirements

• Bachelor of Computer Science

Skills

• Strong customer-facing skills

Pay

$140,000 - $150,000 per year

Benefits

• Discretionary Annual Incentive
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans
• Family Support: Maternal & Parental Leaves
• Insurance Options: Auto & Home Insurance, Identity Theft Protection
• Convenience & Professional Growth: Commuter Benefits, Certification & Training Reimbursement
• Time Off: Vacation, Time Off, Sick Leave & Holidays
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing